Introducing Playbooks and Plays

What are playbooks and plays?

A playbook is a workflow designed for a specific account lifecycle stage (e.g. onboarding) or activity (e.g. contract renewal). Playbooks are great for guiding accounts through stages in order to help them reach their objectives.

Playbooks are commonly used to track an account through a particular stage in the customer lifecycle. Inside playbooks are plays that help you streamline the CSM and keep them on track, ensuring their success. To learn more about playbooks, click here.

A play is an entity that tracks an account as it moves through a playbook. It has a play profile which can have links, notes, and tasks associated with it.

Play stage

Each playbook has a different numbers of stages depending on what the playbook is for. Each stage can have its own deadline and list of tasks within the stage.

To change the stage of a play, drag and drop the play into a different stage, marking its movement through a playbook.

Playbook deadlines

The deadline for a playbook is optional and determined by the creator of the playbook in settings. Within the playbook there will be stages that can each have a deadline. All deadlines are defined as a specific number of days.

A stage deadline must fit within the timeframe of the playbook’s overall deadline; and accordingly, a task’s deadline must fit within the timeframe of the stage’s deadline. To learn more about playbook deadlines, read the deadlines section of the Creating Playbooks article.

Note: Plays will not disappear if they become overdue. They will remain in their stage.